A PROJECT REPORT
ON
Operation
and Service Management
“Operation management in the World Link communication Pvt. Ltd.”
Submitted To:
Lieutenant Colonel. Prasanna Ram Joshi
School of Management
Pokhara University
Submitted By:
Rajendra Chaudhari
MBA IV
August, 2012
Profile
of Worldlink
We do have the knowledge that the accurate information in time
plays very important role in decision making.
There are several expectations and the desires of the customers. We try
to fulfill those expectations. However almost all expectations are not
fulfilled. Today Information technology has been a part of International
business. To meet these information technology demand Worldlink put its best foot
in the market. Worldlink communication Pvt. Ltd is a pioneer internet service
provider in Nepal with extensive expertise in data communications, internet
connectivity, VSAT networking, wireless networking, optical fiber, software
services. In terms of subscriber numbers Worldlink ranks as the largest ISP in
the country.
Over the past 14 years, Worldlink has grown from a small business
to a strong and stable corporation with professional staff and a strong
customer base. The company has also positioned itself as a complete IT service
provider rather than just an ISP, by providing services such as data
connectivity, network integration and consulting, Web hosting and development,
hardware sales and maintenance, and software development and systems integration
through its partnership with Worldlink Technologies Pvt. Ltd. Its success as an
excellent service provider is exemplified by the satisfaction of its customers,
which include such reputed names as the United Nations, American Embassy and
the Government of Nepal.
Vision:
“To be recognized as the best company
when it comes to delivering value to customers employees, shareholders and
communities.”
Mission:
1. Build customer loyalty through
customer satisfaction and outstanding value
a.
Provide affordable yet high quality products and services.
I.
Quality assurance and management.
II.
Innovation to improve efficiency (reduces cost and improves service standards)
b.
Introduce innovative products and services and exceeds customer expectations.
c.
Improve our sales process to make it simpler and easier for customers.
d.
Provide outstanding customer service.
e.
Individualistic approach and “CAN Do” attitude. Flexible to meet individual
customer’s
unique demands.
2. Become a one stop shop for all IT services
under one roof.
3. Build a world class team that drives
the organization.
4. Build a strong brand image that
projects sustainability.
5. Increase superior shareholder value.
Quality
Policy
Worldlink is focused on our customers
ultimate success and its committed to having the highest level of quality in
the industry. It is our guiding principle to provide our external and internal
customers with a level of quality and service that consistently meets our
exceeds expectations through philosophies.
·
Continually
maintaining and improving the effectiveness of our Quality Management System
(QMS) – periodic review of current quality policy and objectives to ensure its
effectiveness and suitability.
·
Meeting
or exceeding customer and organizational requirement – constant striving for
quality services that meet or exceed the customer’s and organizational
requirement.
·
Effectively
communication up and down the “supply chain” – effective communication of
quality policy and objectives to customer, suppliers and its employees.
·
Hiring
the best people in the industry – training those people on our system and
focusing those people on executing our processes flawlessly.
·
Creating
and managing the best processes in the industry – these processes are
documented and described in a comprehensive quality Management system (QMS)
Quality
Assessment of Worldink Communication Pvt. Ltd
Objectives
of the study:
Measure the Quality of Service for Broadband provided by the
Service Providers – Worldlink Communication Pvt. Ltd. from time to time and to
compare them with the norms and competitors so as to assess the level of
performance.
Selection
of Product and services:
Though Word link stands for complete ISP
services - data connectivity to Broad band internet services. Here for our
study I have chosen internet service which name is “wizoom e” which provides
wireless internet service to households ranging from Single PC to Multiple PC
up to 6 computer terminals. Its speeds range from minimum 128 kbps to 1mb.
QUALITY OF SERVICE (QOS)
PARAMETERS
Sn
|
Parameters for
determining quality
|
Minimum quality of
service (QOS)
|
Worldlink
|
Remarks
|
1.
|
Service provisioning/ activation time
|
>95% of work should be done within 5 working days, subject to
technical feasibility
• An SLA should always be signed betIen the ISP and the
customer.
|
With in Pokhara valley service feasibility and connection work
completed with in 4 hours of service registration or request.
|
excellence
|
2.
|
Fault repair/ restoration time
|
>85% of all faults should be cleared
within 24 Hrs
• >99% of all faults should be cleared within a maximum of
four(4) days unless in the case of Natural disasters/Acts of God may arise.
|
Moreover faults are solved with in 8 office hours (10am to 5Pm).
If faults occur beyond the office hours problem are troubleshot via telephone
if not solved technical assistance will be forwarded next day.
|
problem are resumed with
in 24 hours of disasters near 10 km of toIr.
|
3.
|
Billing
Performance
Billing
complaints per
100 bills issued
|
<2% of bills issued during the billing period
|
Employees have at least 5 years of service experience. Therefore
there is less chance of error.
|
Good
|
4.
|
Bandwidth
Utilization/
Throughput
|
<90% link(s)/route bandwidth utilization during peak hours
(TCBH). If on any link(s)/route bandwidth utilization exceeds 90%, then
network is considered to have congestion.
|
Generally such situations occur at holidays and most of time at
evening periods.
|
Less frequently occurs
|
5.
|
Broadband
Connection
Speed
Achieved
|
• 95% or greater the speed of connection(up- downstream) from
ISP’s server(s) to the customer shall be achieved fulltime (24/7) • >80%
for non dedicated line
|
Requirement achieved most of the time.
|
Good
|
6.
|
Network
Latency
|
The round trip delay for traffic within the local broadband
network from end-user to ISP/IX should be less than 150 msec for 95% of the
time during peak
|
No traffic at all
|
Good
|
7.
|
Service
Availability /
Uptime (for all
users)
|
Greater than 99% of the time, the network shall be available to
the
subscribers.
|
No traffic at all
|
Good
|
Quality of Service
Parameters
The service providers shall meet the Quality of Service parameters
for Broadband as laid down below:
(a) Service Provisioning/ Activation Time:
1. The service provisioning/ activation time means the time taken
from the date of receipt of an application to the date when the service is
activated. Technically Non Feasible (TNF) cases such as unavailability of
Broadband infrastructure/ equipment in the Area or Spare Capacity i.e.
Broadband Ports including equipment to be installed at the customer premises
for activating Broadband connection shall be excluded from the calculation of
this parameter. Also, problems relating to customer owned equipment such as PC,
LAN Card/USB Port and internal wiring or non-availability of such equipment
shall be excluded from the calculation of this parameter.
(b) Fault Repair/ Restoration Time:
1. Fault Repair/ Restoration Time mean the time taken to restore
an existing customer’s service to operational level from the time that a
problem or fault is reported.
2. Only those complaints, which have been registered till the
close of the business hours of the day, will be taken into account. Complaints
registered after the business hours will be taken as being registered in the
next day business hours. At the same time, faults due to the customer premises
equipment which is owned by customer such as computer hardware and software
including LAN card/USB Ports etc. shall be excluded from the measurement of
performance against this benchmark, as the service provider is not directly
responsible for these faults.
(d) Bandwidth Utilization/Throughput:
1. The measurement of the bandwidth utilization for network links
can be made using a traffic monitoring tool (software/hardware)
2. The Internet Service Provider could offer a good quality of
service to the customers only if there is enough bandwidth in the Access
segment, long distance segment. The Access segment is entirely managed and
operated by the ISP. The broadband service can be provided through DSL, OFC,
VSAT and Broadband Wireless Access (BWA) technologies.
3. The service providers are required to monitor the bandwidth
utilization during Time Consistent Busy Hours (TCBH) for all network
link(s)/route. ISPs/ Service Providers shall report to t h e AUTHORITY the
bandwidth utilization (loading) of all the upstream links going to
International Gateway Service Provider/ IX with a traffic monitoring tool. HoIver,
for local links/intra-network links the service provider need to report, only,
exceptions having loading more than 80%. In case there is more than one link,
then the average utilization of all the route links should not exceed 90% of
loading level for a period of at least three months. The broadband service
provider is required to make provision for additional bandwidth if the
bandwidth utilization of the network links exceeds the 90% loading level for a
period of at least three months. Average utilization of bandwidth in a route
means utilization of bandwidth capacity on all the links of the route.
Measurement Methodology for Link Bandwidth
Utilization/Throughput:
In terms of field monitoring, the Authority will require the
broadband access service providers to consolidate the monitored traffic charts
for the various transmission points within the broadband network and submit
them to Authority for verification of the accuracy and consistency of the QoS
performance reported. As a further check, the Authority would also require the
broadband access provider to submit information on the ratio of bandwidth to
users. This ratio would serve as an additional guide to indicate whether the
bandwidth purchased by the broadband access service providers is overloaded.
Broadband Connection Speed (download):
1. The “bandwidth utilization betIen the user and the nearest
serving ISP node during download shall not be less than 80% of the subscribed
level. The Broadband has been defined as “an always on data connection that
has the capability of the minimum download speed of 256 kbps to an individual
subscriber from the Point of Presence (POP) of the service provider where
multiple such individual broadband connections are aggregated”.
2. Measurement of Broadband Connection Speed (download):
The parameter can be measured on a sample basis by the user and
service provider. The service providers need to install download speed
measurement software in the Server at ISP Node to facilitate the user to
measure independently the download connection speed through a Ib link. The
facility shall be made available and the required procedure & information
to facilitate such testing by the customer shall be made known to the customers
by the service provider within a period of 3 months of coming into effect of these
Guidelines. Data download speed = Size of the test file (data) in ISP Server
Transmission time required for error free transfer of the entire data
(d) Service Availability/ uptime:
Service availability/ uptime is the measure of the degree to which
the Broadband access network including ISP Node is operable and not in a state
of failure or outage at any point of time for all users. It also includes the
upstream connectivity uptime. Therefore, it measures the total
downtime of the network for all users, including the LAN Switches,
Routers, Servers, e-mail facilities etc at ISP Node and connectivity to
upstream service providers over a period of one quarter.
Service Availability = (Total
operational hours – Total hours of service downtime) X 100% Total operational
hours
The Authority has fixed the benchmark for this parameter, keeping
in view the fact that Broadband being an always on connection the downtime
should be minimal.
Downtime for the purpose of upgrading or routine maintenance of
the network system shall be excluded from the calculation of the service
availability/ uptime provided that users are informed in advance of any such up
gradation or maintenance action.
(e) Latency:
The proposed benchmark of is < 150 msec User to ISP Gateway.
The reference points are as User, ISP Node/POP and IX/ISP nodes.
(f) Packet Loss:
The Authority has decided <3% and this parameter may be
changed.
(j) Service Level Agreement
Service Level Agreement is a formal written agreement made betIen
two parties: the service provider and the service recipient which defines the
basis of understanding betIen the two parties for delivery of the service
itself. It may among others, contain a specified level of service,
support options, etc. The Committed Information Rate (CIR) shall
be defined by the Licensee within the service level agreement.
Broadband is defined as “An
always-on data connection that is able to support interactive services
including Internet access and has the capability of the minimum download speed
of 256 kilobits per second (kbps) to an individual subscriber from the Internet
node of the service provider intending to provide broadband service where
multiple such individual Broadband connections are
Internet is a global information system that is: logically linked together
by a globally unique address, based on Internet Protocol (IP) or its subsequent
enhancements/ up gradations; able to support communications using the Transmission
Control Protocol / Internet Protocol (TCP/IP) suite or its subsequent
enhancements/ up gradations, and all other IP compatible protocols.
Products/ Services of the Organization
Services:
Internet Services: Internet access refers
to the means by which users connect to the Internet. Methods of access include
Dial-up, Cable, Broadband and Wireless.
Voice-over-IP (VoIP):
Using WorldLink's Voice-over-IP (VoIP) service, customers can make low-cost
international calls to anywhere outside Nepal. WorldLink also provides
solutions for voice communications within offices in Nepal and abroad using VoIP
technology.
DataSAFE Online Backup: Have you ever lost
important data/files to a virus or hard disk crash? With WorldLink’s
dataSAFE, NEVER LOSE DATA AGAIN! GUARANTEED!!
dataSAFE is WorldLink’s online data backup service. After
users download and install the dataSAFE application, whenever the user is
connected to the Internet, the application automatically backs up files and
folders selected by the user to the dataSAFE server located at WorldLink’s data
center.
Data Networking: WorldLink offers business class reliability,
backed with guaranteed service levels and distinguished services – all
facilitating consolidated data networking service for the enterprises. If your
business needs a cost-effective method to connect networks betIen
multiple locations and transmit data at high speeds, then look no further.
WorldLink provides a cost effective solution for data connection and integration of multiple offices to centralize records, share applications and eliminate congestion.
multiple locations and transmit data at high speeds, then look no further.
WorldLink provides a cost effective solution for data connection and integration of multiple offices to centralize records, share applications and eliminate congestion.
Ib Services: One of the most essential marketing tools
available today is a Ibsite.
Today there are hundreds of thousands of Ibsites on the internet. To grab the
attention of your customer, a Ibsite needs to stand out and get noticed, which
is why it needs to be creatively designed and carefully structured. You hoIver
also need a Ibsite which is user-friendly, and which portrays your company's
image and ideology correctly.
Software Development: At WorldLink, I appreciate
that each business has its own unique requirements. I develop and integrate a
wide range of customized business solutions for our clients.
ICT Consultancy: At WorldLink, our
consultants guide you and help you fulfill your business needs. I strive to
tackles any obstacles with the best laid plan of action that suits your budget
and time frame, for your business' long-term prosperity.
Products:
The Canopy™ system, Motorola’s innovative wireless broadband
solution, is the ideal technology for developing, enhancing and extending
advanced broadband networks and services. WorldLink is an Authorized Canopy
Solution Provider (ACSP). Besides being and ACSP, WorldLink has deployed one of
the largest Canopy infrastructures in Asia .
Cisco and WorldLink Ire collectively involved in establishing
Internet connectivity at the Everest Base Camp (alt 17,000 feet), and are
currently exploring other remote Internet access projects in Nepal . Besides
this, WorldLink is an authorized Cisco reseller.
As an Akamai Accelerated Network partner, WorldLink delivers
popular Ibsites (such as CNN.com) and updates (such as Symantec anti-virus
updates) from Akamai servers co-located within its network. Since the content
is delivered from within WorldLink's network, our users experience faster and
superior Internet browsing.
Tainet Communication System Corporation researches, develops,
manufactures, integrates services telecommunication and data communication
systems. Tainet has strategically developed its products and services away from
the backbone, in solutions for last mile access. WorldLink is the sole
distributor of Tainet products in Nepal .
Kerio Technologies, Inc. provides Internet messaging and firewall
products, emphasizing the secure delivery of network data with clear,
easy-to-use administrative interfaces and tools. WorldLink is the authorized
Kerio Partner for Nepal .
Extreme Networks designs, builds, and installs Ethernet
infrastructure
solutions that help solve the toughest business communications challenges. The company's commitment to open networking sets us apart from the alternatives by delivering meaningful insight and unprecedented control to applications and services. Extreme Networks believes that openness is the best foundation for growth, freedom, flexibility and choice. The company's focus on enterprises and service providers who demand high performance, converged networks that support voice, video and data over a wired and wireless infrastructure. Wordlink deploys Extreme switches in its aggregation network and authorized partner forNepal .
solutions that help solve the toughest business communications challenges. The company's commitment to open networking sets us apart from the alternatives by delivering meaningful insight and unprecedented control to applications and services. Extreme Networks believes that openness is the best foundation for growth, freedom, flexibility and choice. The company's focus on enterprises and service providers who demand high performance, converged networks that support voice, video and data over a wired and wireless infrastructure. Wordlink deploys Extreme switches in its aggregation network and authorized partner for
A subsidiary company of Accton, has established a worldwide
reputation for producing superior LAN equipment and Ethernet products. With
more than 2500 people - nearly 1000 of whom are engineers - Accton now delivers
a variety of Ethernet, Fast Ethernet and Gigabit networking products; including
hubs, switches, Internet Access Devices and Wireless networking solutions.
Accton was publicly listed in Taiwan
in November 1995.
Over the years, Accton has become a world-class OEM/ODM total
solution outsourcing partner for advanced communication products, and one of
the world's pre-eminent data communications companies. The company's
technological capability spans a wide range, from ASIC design, high performance
chassis switches to Internet integration and applications. Worldink deploys
Edge-core brand Accton products in its access network and authorized partner
for Nepal .
Ubiquiti Networks designs, manufacturers, and sells innovative
broadband wireless solutions worldwide. The company's products include
disruptive outdoor wireless products such as the The Bullet (TM), NanoStation
(TM), PoIrStation(PS) and others; which combine industry leading product design
built around internally developed core technologies including the AirOS
operating system and Frequency Freedom technology (100MHz to 10GHz) RF design.
Worldink has the largest deployment of Ubiquiti wireless equipments as a low
cost last mile access for residential and SOHO
users throughout the Nepal
and a authorized partner for Nepal .
Service
Operation:
For new customers:
1. Service request/ service registration
If customer demands for internet service, CSD provides the various
information about internet service- product with their connectivity,
performance, speed, transaction and installation cost and time, problem
troubleshot procedure, etc. Among the various service products Wizoom e is the
internet service package for house hold user who requires quality internet
service at affordable cost. Customer fills the service request form, make
payment for at least one month service cost before payment the company makes
the feasible study for the availability or coverage of service of customer
locations. After only wireless device are put at customer house, this device
are connected with nearest repeater stations.
2. Wireless connection:
Customers are connected with the wireless device called Nano
device with the repeater station’s Canopy. Each customer are named with the IP
addresses.
For existing customers
1. Problem registration:
During office
hour problem are registered via phone or directly though customer
participations.
2. Problem solving procedure:
If the problem is
registered via phone, that phone is automatically transferred to the technical
assistance for solving problem in an cooperation betIen the customers. If the
problems are complex and customer help is not sufficient, at that period
technical assistance will provided though home service. Most of the problems
are addressed with in office hours via phone or home service.
3. Link check up:
When problem are registered, the technical team see the connection
betIen customer’s wireless device to repeater stations devices. If the problems
are from the repeater stations, repeater stations are inspected via technical
team from the office, that problem is solved with in a hour. If problem is from
the customer devices, that problem are solved with in office hour if possible
or within 24 hours of service failure.
3. Temporary service
If the problems are registered after the office hour, customer
will be provided temporary username and password if the customer accounts are
in troubleshot. The main reason for this approach is in sense that of customers
are continuous link.
STUDY
RESULTS AND CONCLUSIONS
I
choose Worldlink Pokhara Communication Pvt. Ltd. to do operation management
activities and tasks carried out by it. Since it is one of the renowned
organizations, I felt it will provide us with the practical exposure in the
field of Management. During our report period the staffs of Worldink Pokhara
Communications Ire very cooperative and guided us all the way till the end of
our report. All the knowledge gained in this whole period will surely be handy
for our carrier in the field of Management. The theoretical knowledge that
gained in our college is now backed up with this practical report due to its
practical nature. Furthermore, to learn new lessons which Ire not covered in
our classes.
The
environment of Worldlink Pokhara Communication was mobile, everybody own works.
It was exciting to see the real professional environment of the office. There were
many departments, each specializing in its own field.
RECOMMENDATIONS
Suggestions and
Recommendations
- Company should maintain very strong corporate
relationships especially with SMEs to make new clients and to maintain
relations with existing customers.
- Since there is lot of freedom during working
hours so management has to make strict rules and regulations in the office
premises and it has to be strictly followed by all the employees.
- Company should focus on providing better
products/services to its loyal customers and clients rather than wasting
their time on gossiping and making delay in providing services.
- All the technical support teams should report
their respective head on the daily basis to report him about the
complaints and their resolutions.